What do you do when you get a complaint from your client? No one is perfect and so no business is perfect. As a human beings, we make mistakes. What is important is - how you handle the situations when complaints are made?

Complaining clients tell you where you are going wrong. They’re the ones at the front line, testing out your service. If you handle those clients the right way, they will become your most loyal clients.

If you identify client complaints, analyze the causes and address those on time, you will win a lot of loyal customer. When clients complain they are actually giving you an opportunity to keep their business, business you would otherwise have lost.

Each complaining client gives you a chance to win a “new” client. Studies have shown that 95% of dissatisfied clients will do business with you again if you resolve the complaint in their favor on the spot. That’s the beauty of complaints: if you deal with them properly, and actively seek and welcome complaints, then word soon gets around.

Follow my suggestions below to handle the complaints:

1. Politely note the complaint if you are talking to client over the phone. Prepare a standard complaint form and send to client when you start project or sign an agreement for the project. This will make clients feel, lodging a complain is part of process. Clients will soon feel more comfortable about making complaints, which gives you the opportunity to reduce the number of dissatisfied clients, keep their business, strengthen the relationship and exceed their expectations.

2. Make clients feel, you accept complaints and you timely resolve those complaints. Providing an instant resolution to complaints can have the positive effect of increasing client loyalty beyond the level. Clients remember the extra effort you made to resolve the situation when they needed, and you exceeded their expectations. Importantly, they know that if there is any problem, you will fix it. They feel comfortable hiring you again or doing business with you again.

3. Say “sorry” when you know you have made mistakes/errors.

4. Thank your client for bringing the problem to your attention. Make sure you mean it. Write a personalized “Thank you note” and show your commitment to resolve that.

5. Try to find out how client wants to resolve the problem. We feel understand everything, but in many mistakes, it’s because of the incomplete communication or misunderstandings.

6. Follow up the client after few days with client if everything is working fine for him.

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